Client Resource Coordinator 2

Johnson Controls • Seattle, WA

2d • $30 - $45 • Onsite

About The Position

The HVAC Customer Resource Coordinator receives and schedules customer service calls and manages schedules for assigned technicians and mechanics. Under the direct supervision of the Service Manager, the coordinator helps ensure timely completion of preventive maintenance and alignment with monthly forecasting goals. The role includes daily technician debriefs, resolving concerns in coordination with technicians and mechanics, assessing job completion, and working with Customer Billing Coordinators and Customer Support Coordinators to move completed jobs through the appropriate business processes.

The position is preferred to be onsite. It also supports customer communications and issue resolution, service scheduling, job follow-up, account information maintenance in NxGen, parts ordering and purchase order creation, start-up support, work-in-progress management, exception reconciliation, time and expense reporting, and related administrative activities.

Requirements

• High school diploma or equivalent.
• Two to five years of service industry experience managing service operations and/or service scheduling.
• Ability to work independently.
• Solid organizational skills and attention to detail.
• Strong interpersonal skills to communicate effectively with internal and external clients.
• Ability to handle a large and diverse number of projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
• Ability to prioritize work activities based on financial impact to desired business goals.
• Ability to influence diverse teams to accomplish tasks and goals.

Nice To Haves

• Associate degree.
• Experience with and/or basic knowledge of project accounting or costing principles.

Responsibilities

• Receive customer requests for scheduled and unscheduled service.
• Coordinate labor schedules to match technicians with appropriate customers and service needs.
• Communicate action plans and services directly to customers.
• Ensure work meets customer expectations and follow up with customers as needed.
• Answer customer inquiries and resolve or escalate issues appropriately.
• Debrief technician and mechanic activities daily and coordinate to resolve concerns quickly.
• Provide technicians with daily schedules and maintain consistent communication with assigned technicians.
• Follow up on activities to ensure completion within established timeframes.
• Keep customer account information required for call management and task scheduling up to date in NxGen.
• Support on-time scheduled service visits.
• Support parts ordering and purchase order creation.
• Provide start-up support and confirm customer purchase orders.
• Manage work in progress (WIP).
• Reconcile exceptions, including SIR and AP.
• Attend daily team huddles and weekly planning and scheduling meetings.
• Assist with monitoring submission of time and expense reports.
• Review and correct technicians' unassociated timesheet time.
• Assess job completion and collaborate with Customer Billing Coordinators and Customer Support Coordinators to advance completed jobs through the appropriate business process.
• Perform other assigned duties and administrative activities.

Benefits

• Competitive pay.
• Paid vacation, holidays, and sick time.
• Comprehensive benefits package, including 401(k), medical, dental, and vision care, available from day one.
• Extensive product, on-the-job, and cross-training opportunities supported by internal resources.
• Encouraging and collaborative team environment.
• Dedication to safety through the Zero Harm policy.
• Scheduling and management support.
• JCI employee discount programs through The Loop by Perk Spot.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED